global business services brochure

WWW.IDAIRELAND.COM A WINNING PROPOSITION FORGLOBAL BUSINESS SERVICES

CONTENTS˚01_THE PRIME LOCATION FOR GLOBAL BUSINESS SERVICES02_HOW BEST PRACTICE BUSINESS SERVICE CENTRES ADD VALUE03_THE IRISH SOLUTION04_THE IRISH ADVANTAGE

P02

P04

P06P13

Since then, Ireland has been at the forefront of developments in Business Service Centres(originally called Shared Services Centres), many of which have evolved to span a much widerrange of activities. Today, these Centres are staffed by flexible, skilled teams, each workingclosely with their global business to deliver shareholder value through continuous improvementand innovation. The changing needs of global business may have driven the rapid evolution ofthese Centres in Ireland – but it has been made possible by the innovative, proactive approach oftheir workforce.

Time and again, leading companies have told us that the success of their Irish operation isfuelled by the unique ability of their workforce here to innovate and adapt. Maybe it is not sosurprising, given this capacity goes hand-in-hand with characteristics for which Irish people arerecognised the world over: creativity and imagination matched by flexibility and application.

Investment by international companies has been a key element of Ireland’s economictransformation. For more than twenty years IDA Ireland has worked with them as they set up inIreland, then through the growth and transition of their Irish operation into full-scale strategicbusiness units.

02

01_THE PRIME LOCATION FOR GLOBAL BUSINESSSERVICES

Ireland has an excellent track record as a location for delivery of Global Business Services. It was in the early 1990’s that our highly-skilled workforce and low-risk, low-tax business environment first drew international companies to choose Ireland as their base for centralising functional support activities.

IRELAND˚ A WINNING PROPOSITION FOR GLOBAL BUSINESS SERVICES 03

IRELAND: TRIED AND TRUSTED By GLOBAL MARkET LEADERS

04

02_HOW BESTPRACTICE BUSINESSSERVICE CENTRESADD VALUE

Best practice Business Service Centres (BSC) in Ireland today are each drawing on the skills they need to create the optimum solution for their business. Going forward a global business has the assurance that their Irish-based BSC will be more than ready to adopt and innovate with changing business needs – in the meantime, the Centre adds tangible value to the business through:

› A real understanding of the business and focus on business outcomes › Accountability for end-to-end processes that deliver business results› Continued focus on cost reduction› A ‘supply chain mentality’ where the BSC is a key component of the

operating model and delivers real business value› Expert skills to manage regulatory compliance, control and risk

management, project management and integration of mergers and acquisitions› Analytical ability to take an overview of the financial and strategic

performance of the business and to continually improve efficiency› Flexibility of response and proactive approach to changing business needs› Management abilities to operate a stable hub for managing third party provider relationships› Partnership approach to business units and Head Office, providing

proactive support, solutions and innovation


GLOBAL BUSINESSSERVICE CENTRES

UNDERSTANDSTHE BUSINESS,ITS MARkETS,CUSTOMERS &REGULATORyREQUIREMENTS

DEVELOPS CLOSERELATIONSHIPS& PROACTIVELySEEkS TO SUPPORTBUSINESS UNITS& CORPORATE HQ

IRELANDEMBEDDEDRELATIONSHIPSWITH CORPORATE

- HIGHLY INNOVATIVE- FOCUSED ON PROACTIVELY IDENTIFYING & SOLVING bUSINESS PRObLEmS- TAkES A GLObAL (OR REGIONAL) VIEw OF THE ORGANISATION

A Global Business Service Centre that

moves away from the isolated service

provider perspective to a more embedded

relationship with Corporate.

Successful companies continually review, adapt and innovate, ensuring every part of the business is contributing as much as it possibly can to the achievement of business goals. This is essential, given the increased focus on delivering shareholder value while operating in more competitive markets and meeting stringent regulatory standards.

Advances in technology have made it easier to deliver efficient, effective service across a global

business in the traditional functional areas (Finance, HR, IT, Supply Chain/Procurement and Customer

Management). It is clear that a Business Service Centre, working with business units around the world,

makes more sense than ever.

Building on the core functional role, many such operations in Ireland have also expanded into other

activities. They are increasingly deployed by leading companies as a key strategic tool, sharing and

leveraging resources, people and information for maximum impact across the business. That transition

has been possible because Ireland offers a Business Service solution that can readily span the range

from small set-up to full-scale, best practice strategic business units. Ours is a unique, skills-based,

flexible and scalable solution that can create value in every business sector.

The unique mix of components that make up this solution is summarised in the following graphic.

Companies may initially focus on just one or two components, but the key point here is that the

Irish solution is a flexible, adaptable mix: that’s what makes it a winning combination. As the

company and its markets grow and evolve – perhaps in unexpected directions – the Irish-based

Business Service Centre can flex, adapt and draw on readily available areas of expertise, to keep

driving the business forward.

06

03_THE IRISH SOLUTION


+_IRELAND’S VALUE TO BSC – IT IS A WINNING COMBINATION.

Ireland has the unique ability to perform to the highest level in all five of the key BSC components – Expertise, Excellence, Scale, Business Partnership and GEMS Tax Planning.

Here’s how we can deliver that winningcombination:

› CLUSTER bENEFITS› RESEARCH, DEVELOPmENT & INNOVATION› PRO-bUSINESS POLICIES

Leading healthcare company Pfizer and consumer goods giant Pepsico are among the leading companies now using the expertise of their Irish-based BSC to manage global activities including: tax compliance; Sarbanes Oxley (SOX) compliance; statutory reporting; strategic sourcing; supply chain management; IT projects; business intelligence; RD&I management.

The Irish Advantage:› Highly-skilled workforce and world-leading academic base with post-graduate courses across all disciplines › Strong Research, Development and Innovation capability, backed by highly productive

alliances between industry and academia and clear Government commitment to continued

RD&I excellence› Excellent reputation for innovation, adaptability and proactivity› English as a mother tongue as well as a pool of skilled Asian and European nationals

08

*EXPERTISE

Small expert teams in Irish-based BSCs are deployed across functional areas to focus on efficiencies and innovation, especially in more complex activities needing advanced skills, expertise and knowledge. The single location for expert cross-disciplinary teams encourages unlikely collaborations: supply chain experts can work with a tax team to optimise tax benefits, or IT and customer management teams combine forces to deliver new marketing channels.

IRELAND˚ A WINNING PROPOSITION FOR GLOBAL BUSINESS SERVICES

*EXCELLENCE

Selective outsourcing and low-cost locations can make sense for some activities: that’s why many companies now have a network of service providers across the globe. In many cases, the Irish-based BSC takes a leadership role in such a network, deploying Irish experience and skills on three fronts: firstly, it designs and owns all business processes implemented across the network; secondly, it manages relationships with all service providers, and thirdly, it ensures a consistent focus on performance improvement, cost reduction and innovation.

Leading software and services company EMC is now using its Irish-based BSC to achieve excellence across a range of activities including:centralising, optimising and standardising processes; using technology to design virtual nature into processes; full audit and compliance functions; developing BPO/offshore captive opportunities; moving processes to these locations while managing from Ireland, the centre of excellence.

The Irish Advantage:› 20+ years experience of running BSCs, experienced workforce and knowledge › Established reputation as a hub for business process improvement across EMEA› Politically stable, low-risk, advanced economy› State-of-the-art IT and data-hosting capability

09

Leading internet technology giant Google and business intelligence experts Business Objects an SAP company are maximising scale benefits by using their Irish-based BSC across markets for activities including: combining IT with sophisticated customer management processes to optimise customer interaction; managing ‘high touch’ activities, e.g. activities requiring a high level of compliance, timeliness and quality reporting.

The Irish Advantage:› Proactive, trusted leadership abilities› Knowledgeable teams with a real

understanding of the business› Strong IT skills and infrastructure› International connectivity and data hosting› Proven ability to reengineer/automate

processes› Track record on cost reduction

With a long and successful track record, Ireland offers the highest level of efficiency in standard transaction processing. This is especially useful to companies setting up a BSC for the first time: strong customer management capability, coupled with advanced automation and technology, serve to optimise initial scale benefits, while allowing potential for future growth. It is also valuable to high-growth companies needing a stable base from which to manage organic growth as well as the integration of mergers and acquisitions.

10

*SCALE

IRELAND˚ A WINNING PROPOSITION FOR GLOBAL BUSINESS SERVICES

*BUSINESS PARTNERSHIP

Technology leader Apple, global management consulting, technology services and outsourcing company Accenture and global IT company Oracle each see their Irish-based BSC as partner to their global business, engaged in key activities including: data warehousing, mining and analysis; high-level analysis to support planning and decision-making; global compliance and statutory reporting; managing significant elements of external audit relationships; integrating mergers and acquisitions.

The Irish Advantage:› IDA Ireland and Ireland’s workforce have long experience working in partnership with global business› Highly-educated workforce with strong managerial capabilities› Ability to leverage high-end skills and resources to combine business intelligence/analytics with functional knowledge› Extensive regional and global business knowledge and experience› High level of goodwill towards foreign companies investing in Ireland, which have contributed so much to Irish economic success

11

Best practice Business Service Centres in Ireland today have a real understanding of their Corporates’ business culture, markets, customers and objectives. Extensive data warehousing, mining and analysis yields insights which might not be as readily available in any single business unit. As well as business analysis, the Centre can take on a wide range of corporate tasks including control and compliance, merger and acquisition integration, and project/change management activities to support the business globally.

At this level, there is typically a close, interactive relationship with Corporate Headquarters, with the BSC providing support in terms of analysis and innovation, but also enabling Corporate Headquarters to concentrate on business strategy and the increasingly demanding areas of investor relations and corporate governance.

The Irish Advantage:› 12.5% Corporate Tax rate and attractive international tax structuring› High level of tax and legal skills› Respected tax and regulatory regime› Extensive Double Tax Treaty network› In-depth knowledge of EU regulatory requirements and business regimes› Long experience of centralising various functions closely aligned to HQ, all involving operational decisions and management control

12

*GLOBAL EARNINGS MOBILITy STRATEGy (TAX)

With good planning, the Irish-based BSC can drive a tax-based Global Earnings Mobility Strategy (GEMS). Many companies locate the principal business entity in Ireland to avail of the 12.5% corporate tax rate, with the BSC alongside, for maximum synergy.

Ireland is a proven location for Business Service Centres and has always been at the forefront of developments in the area. Ireland offers any global business a unique combination of benefits:

› A stable political environment and respected regulatory regime

› A pro-business environment with a 12.5% corporate tax rate and an

extensive double tax treaty network

› A high-skills, knowledge-based economy delivering quality, highly productive

employees with excellent technical, language, managerial and customer

service capabilities

› A reputation for flexibility, responsiveness, and innovation

› Years of experience of delivering Global Business Services

› Experienced and innovative leaders focused on proactively identifying

and solving business challenges with a proven ability to build close working

relationships with global senior management

› Excellent research facilities and capabilities, with highly productive alliances

between industry and academia

› IDA Ireland, the Irish Government and businesses in Ireland have a long history

of partnering with global corporations helping to add shareholder value and

drive business success

› Ireland can offer a unique mix of components – Expertise, Excellence,

Scale, Business Partnership and GEMS Tax Planning – to drive a best

practice Business Service Centre


04_THE IRISHADVANTAGE

› Statutory reporting and compliance › Manage audit› Internal control/SOX› Revenue accounting and recognition› Regulatory reporting › Tax compliance and

planning

› Strategic sourcing and assisted buying

› Demand planning› Master purchasing› Master contract

management › Manufacturing capacity

planning› Manage rebates,

charge-backs and deductions

› Define, manage, optimise processes (incl. business process improvement (BPI)/Six Sigma)

› Manage offshore shared services

› Manage outsourced contracts

› Monitor compliance with internal controls

› M&A integration

› Supplier evaluation, selection, certification and management

› Manage (outsourced) transportation

› M&A integration

› Transaction processing e.g. accounts payable

› Manage the general ledger Month end/quarterly/

year end closing› Fixed asset accounting› Project accounting

› Transaction processing› Manage master data

– supplier and product› Manage and track orders

› Financial planning and analysis› Management reporting and scorecarding› Business planning and budgeting› (Activity Based) Costing› Revenue forecasting› Assess opportunities for

strategic alliances, acquisitions

› Analyse supply chain performance/supply chain optimisation including:

_ Routing _ Scheduling _ Location analysis _ Capacity planning› Supplier/channel/ product analytics› Demand forecasting› Quantitative inventory

management techniques

FINANCE

SUPPLy CHAIN/PROCUREMENT

BUSINESSPARTNERSHIP

SCALEEXCELLENCEEXPERTISEFUNCTIONS

APPENDIX/01GLOBAL BUSINESS SERVICECENTRES BASED IN IRELAND

Illustrative examples of key functional areas brokendown by component:

14

› IT strategy› IT architecture and

standards› IT security› IT projects and change

management

› Manage recruitment› Training› Design compensation and

benefits programmes

› Manage IT vendor relationships

› Deploy IT products and services› Manage IT business unit› Manage intellectual

property infrastructure› Manage IT business user relations› M&A integration

› Define, manage, optimise processes

(incl. BPI/Six Sigma)› Manage offshore shared services› Manage outsourced

contracts› Monitor compliance with

policy and procedure› Implement Employee Self

Service (ESS) and Manager Self Service (MSS) tools

› M&A integration

› Manage IT operations› Support and train users› Applications development› Information security› Data management

› Payroll› Travel and expenses› Employee data

administration› Manage employee rewards system› Health and safety records› Time and attendance

› Technology and applications environment for:

_ Data and information management

_ Business intelligence _ Content management

› Quantitative HR/HR Analytics

_ Performance evaluations _ Talent management _ Recruitment process

measurement › Manage career

development programmes

INFORMATION TECHNOLOGy

HUMAN RESOURCES

› Develop customer support strategy

› Market and competitor research

› Pricing strategies› Develop order fulfilment

strategy

› Intellectual Property Portfolio Management

› Risk Management› Contract management› Facilities and property

management› Legal/litigation support › Centralised R&D control and management› Environmental

compliance and reporting› Health and safety policy

compliance and standards› Clinical Trials Management

› Define, manage, optimise processes (incl. BPI/Six Sigma)

› Manage offshore entities› Manage outsourced› M&A integration

› Define, manage, optimise processes

(incl. BPI/Six Sigma)› Manage offshore entities› Manage outsourced contracts› M&A integration

› Telesales› Call centres› Customer support› Process and manage

orders› Customer accounts/data› Manage warranties,

repairs, exchanges

› Online media content management

› Contract processing

› Analyse sales channel performance

› Support the management and improvement of sales channel performance

› Customer and product profitability analysis

› Customer profiling and analytics

› Marketing mix analytics _ Advertising spend _ Price optimisation _ Brand/portfolio

management

› Statistical analysis to support Total Quality Management (TQM)/Six Sigma in manufacturing

› Statistical analysis and simulation to support clinical trials in

pharmaceutical industry

CUSTOMER MANAGEMENT

OTHER

BUSINESSPARTNERSHIP

EXPERTISEFUNCTIONS SCALEEXCELLENCE

15

16

CONTACT IDA IRELAND

Head Office IDA Ireland, Wilton Park House, Wilton Place, Dublin 2, IrelandTel: +353 1 603 4000, Fax: +353 1 603 4040e-mail: [email protected]: www.idaireland.com

IDA Ireland offers information, advice and ongoing support to companies setting up or expanding Business Service Centres in Ireland.

IDA Ireland is Ireland’s inward investment promotion agency. The agency works with

foreign companies to secure new investment and collaborates with existing foreign

investors in Ireland to help expand and develop their businesses. To learn more, log

on to www.idaireland.com or contact any IDA office.

IRELAND India501, 5th Floor, Blue WaveB/h Kuber ComplexOff Oshiwara Link RoadAndheri (West)Mumbai 400 053Tel: +91 22 4217 8900Fax: +91 22 4217 8999

Japan Ireland House 2F2-10-7 KojimachiChiyoda-KuTokyo 102-0083Tel: +81 (3) 3262 7621Fax: +81 (3) 3261 4239

Korea 13th Floor Leema B/D146-1 Susong-dong, Jongro-kuSeoul 110-755Tel: +82 2 755 4767/8Fax: +82 2 757 3969

Taiwan ITI Ireland7FL-12,No.41, Nanking W. Road,Taipei 103,Tel: + 886 2 2552 6101Fax: +886 2 2550 7220

AthloneAthlone Business &Technology ParkGarrycastle, Dublin Rd.AthloneWestmeathTel: +353 (0) 90 64 71500Fax: +353 (0) 90 64 71550

CavanCITC BuildingDublin RoadCavanTel: +353 (0) 49 436 8820Fax: +353 (0) 49 433 2047

CorkIndustry HouseRossa AvenueBishopstownCorkTel: +353 (0) 21 480 0210Fax: +353 (0) 21 480 0202

DonegalPortland HousePort Road, LetterkennyDonegalTel: +353 (0) 74 916 9810Fax: +353 (0) 74 916 9801

DundalkFinnabair Business ParkDundalkLouthTel: +353 (0) 42 935 4410Fax: +353 (0) 42 935 4411

Galway Mervue Business ParkGalwayTel: +353 (0) 91 735 910Fax: +353 (0) 91 735 911

LimerickRoselawn HouseNational Technology ParkLimerickTel: +353 (0) 61 200 513Fax: +353 (0) 61 200 399

SligoFinisklin Business ParkSligoTel: +353 (0) 71 915 9710Fax: +353 (0) 71 915 9711

WaterfordWaterford Technology ParkCork RoadWaterfordTel: +353 (0) 51 333 055Fax: +353 (0) 51 333 054

FranceMaison d’Irlande33 rue de Miromesnil75008 ParisTel: +33 (0) 1 43 12 91 80Fax: +33 (0) 1 47 42 84 76

GermanyFBC Frankfurter Büro CenterMainzer Landstr. 4660325 Frankfurt am MainTel: +49 (0) 69 706099-0Fax: +49 (0) 69 706099-70

USA

AtlantaMonarch Plaza,Suite 3503414 Peachtree Road,N.E., Atlanta,GA 30326Tel: +1 404 816 7096Fax: +1 404 846 0728

Boston31 Saint James Avenue, 7th Floor, Boston, MA 02116.Tel: +1 617 357 4190Fax: +1 617 357 4198

RussiaEmbassy of IrelandGrokholski Pereulok 5Moscow 129010 Tel: +7 495 937 5911Fax: +7 495 680 0623

United Kingdom Shaftsbury House151 Shaftsbury AvenueLondon WC2H 8AL Tel: +44 (0) 20 7379 9728Fax: +44 (0) 20 7395 7599

SOUTH AmERICA

BrazilAv. das Nações Uns,12551 - 17 andar04578-903 S. Paulo - SP BrazilTel: +55 11 3443 7080Fax: +55 11 4992 0406

EUROPE

California3 Park Plaza, Suite 430, Irvine, CA 92614.Tel: +1 949 748 3547Fax: +1 949 748 3586

800 W. El Camino RealSuite 450,Mountain View, CA 94040Tel: +1 650 967 9903Fax: +1 650 967 9904

Chicago77 West Wacker DriveSuite 4070Chicago, IL 60601-1629Tel: +1 312 236 0222Fax: +1 312 236 3407

New York345 Park Avenue, 17th FloorNew York, NY 10154-0004Tel: +1 212 750 4300Fax: +1 212 750 7357

ASIA-PACIFIC

AustraliaIreland HouseSuite 2601, Level 261 Market StreetSydney NSW 2000Tel: +61 (0)2 9273 8524Fax: +61(0)2 9273 8527

ChinaSuite 655Shanghai Centre1376 Nanjing Road WestShanghai 200040Tel: +86 21 6279 8500Fax: +86 21 6279 8505

WWW.IDAIRELAND.COM A WINNING PROPOSITION FORGLOBAL BUSINESS SERVICES

DE

SIG

N B

Y CREATIVE

INC

global business services brochure

Documents